Dianne Gorham
Canberra
Summary
Practice Manager at Belconnen Medical Centre with expertise in workflow management and patient relations. Enhanced operational efficiency through strategic planning and policy implementation, resulting in improved patient satisfaction. Proven ability to lead and develop staff while ensuring compliance with healthcare regulations. Strong problem-solving skills complemented by a commitment to quality care.
Overview
33
33
years of professional experience
Work History
Practice Manager
Belconnen Medical Centre
03.1999 - Current
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Developed close working relationships with front office and back office staff.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Addressed and remedied all patient or team member issues.
- Oversaw accounting, budgeting, and financial reporting.
- Supervised team of [Number] office personnel.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
- Created and implemented organizational policies and procedures.
- Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Implemented new electronic health record system, leading to increased efficiency in patient data management.
- Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
- Consulted with healthcare professionals on business decisions.
- Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
- Negotiated contracts with vendors, securing favorable terms for the practice while maintaining quality service levels.
- Conducted regular staff training sessions to ensure high levels of patient service and care.
- Implemented new electronic health record system to improve record accuracy and accessibility.
- Managed all aspects of billing and coding, reducing errors and improving reimbursement rates.
- Developed and enforced office policies to ensure compliance with healthcare regulations, improving practice efficiency.
- Enhanced patient privacy and confidentiality through rigorous staff training and policy development.
- Implemented disaster recovery plan, ensuring continuity of care during unforeseen events.
- Enhanced patient satisfaction by implementing streamlined appointment scheduling system.
- Negotiated with suppliers to secure cost-effective purchasing agreements for medical supplies.
- Monitored and analyzed patient feedback to identify areas for improvement in service delivery.
- Conducted thorough market analysis to identify trends and opportunities for practice growth.
- Led team of administrative staff, fostering collaborative work environment to enhance productivity.
- Coordinated with healthcare providers to ensure that patient care plans were effectively implemented.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
Receptionist
Florey Medical Centre
02.1992 - 03.1999
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Maintained visitor log for entering and leaving facility for security purposes.
- Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
Education
Certificate in Business Administration - Business Administration
Metropolitan Business College
Braddon ACT 10-1981
Skills
- Schedule management
- Practice management
- Staff management
- Workflow management
- Policy implementation
- Records management
- Policy and procedure development
- Employee performance
- Strategic planning
- Electronic health records
- Payroll administration
- New hire training
- Staff development
- Budget oversight
- Supplies ordering
- Workflow planning
- Human resources
- Regulatory compliance
- Continuous improvement
- Policy development
- Medical personnel recruitment
- Bookkeeping
- Budgeting expertise
- Employee operations
- Workflow efficiency
- Managing medical practices
- Clinical improvement initiatives
- Managing files and records
- Process improvement
- Decision-making
- Training and mentoring
- Staff supervision
- Patient relations
- Staff scheduling
- Facility oversight
- Patient education
- Problem identification
- Employee work scheduling
- Employee recruitment and hiring
- Personnel recruitment
- Employee performance evaluations
- Performance monitoring
- Employee training program
- Employee supervision
- Multidisciplinary team collaboration
- Personnel management
- Financial operations oversight
- Patient advocacy
- Records maintenance
- Quality control
- Administrative staff supervision
- Medicare compliance
Timeline
Practice Manager
Belconnen Medical Centre
03.1999 - Current
Receptionist
Florey Medical Centre
02.1992 - 03.1999
Certificate in Business Administration - Business Administration
Metropolitan Business College
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